System and method for transferring interaction metadata messages over communication services

ABSTRACT

System and method for transmitting interaction metadata messages, for example, computer telephony integration (CTI) messages, from one or more network end points and/ox from a central network device to a recording system using a light-weight interaction metadata protocol, for example, a light-weight CTI protocol, over one or more communication services.

BACKGROUND

Current development of the Voice over Internet Protocol (VoIP)technology leverage a broad array of contact center applications andflexible call-handling capabilities. In addition, contact channels haveexpanded from voice to include other applications such as, email, web,fax and the like. Computer telephony integration (CTI) allowsintegration and coordination of all customer contact channels, e.g.,voice, email, web and fax with computer systems.

Currently all CTI information is provided by a central CTI server andcurrent CTI standards require knowledge of the entire call flow.Therefore, these standards cannot be supported by endpoints or otherdistributed components of a contact center. A solution for providinglight-weight metadata information, for example, CTI information, whichrelates to interactions of various media types between differententities of contact center environments or telephony-recordingenvironments is highly required.

BRIEF DESCRIPTION OF THE DRAWINGS

The subject matter regarded as the invention is particularly pointed outand distinctly claimed in the concluding portion of the specification.The invention, however, both as to organization and method of operation,together with objects, features, and advantages thereof, may best beunderstood by reference to the following detailed description when readwith the accompanying drawings in which:

FIG. 1 is a high-level block diagram of an exemplary telephony recordingenvironment according to embodiments of the present invention;

FIG. 2 is a sequence diagram of a generic messages flow according toembodiments of the present invention; and

FIG. 3 is a sequence diagram of a SIP mapping of the generic messagesflow of FIG. 2 according to an embodiment of the present invention.

It will be appreciated that for simplicity and clarity of illustration,elements shown in the figures have not necessarily been drawn to scale.For example, the dimensions of some of the elements may be exaggeratedrelative to other elements for clarity. Further, where consideredappropriate, reference numerals may be repeated among the figures toindicate corresponding or analogous elements.

DETAILED DESCRIPTION OF DEMONSTRATIVE EMBODIMENTS OF THE PRESENTINVENTION

In the following detailed description, numerous specific details are setforth in order to provide a thorough understanding of the invention.However, it will be understood by those skilled in the art that thepresent invention may be practiced without these specific details. Inother instances, well-known methods, procedures, and components have notbeen described in detail so as not to obscure the present invention.

Although embodiments of the invention are not limited in this regard,discussions utilizing terms such as, for example, “processing,”“computing,” “calculating,” “determining,” “establishing”, “analyzing”,“checking”, or the like, may refer to operation(s) and/or process(es) ofa computer, a computing platform, a computing system, or otherelectronic computing device, that manipulate and/or transform datarepresented as physical (e,.g., electronic) quantities within thecomputer's registers and/or memories into other data similarlyrepresented as physical quantities within the computer's registersand/or memories or other information storage medium that may storeinstructions to perform operations and/or processes

Although embodiments of the invention are not limited in this regard,the terms “plurality” and “a plurality” as used herein may include, forexample, “multiple” or “two or more”. The terms “plurality” or “aplurality” may be used throughout the specification to describe two ormore components, devices, elements, units, parameters, or the like. Forexample, “a plurality of devices” may include two or more devices.

Although embodiments of the invention are not limited in this regard,the term “contact center” as used herein may be used throughout thespecification and claims to describe any centralized or distributedlocations used for collective handling of multi-media information, forexample, telephone calls, faxes, e-mails and the like, or any othercentralized or distributed locations used for the purpose of receiving,transmitting and controlling a large volume of information.

Embodiments of the present invention are directed to a system and amethod for delivering interaction-metadata information (IMI), such as,CTI information that confronts with the challenges of recordings incontact centers, particularly distributed contact centers. Embodimentsof the present invention are further directed to a system and a methodfor delivering interaction-metadata information (IMI), such as, CTIinformation related to client-agent sessions or interactions inclient-agent recording environments, e g., recording of telephonic andcomputer-based interactions with customers such as telephone calls,e-mails, chat sessions, collaborative browsing and the like.

Although embodiments of the invention are not limited in this regard,the terms Interaction Metadata Information (IMI) or Interaction MetadataMessages (IMM) as used herein may be used throughout the specificationand claims to describe metadata information, for example, CTIinformation, which relates to a communication interaction, such as avoice interaction, instant messaging, web collaboration or any kind ofdata transfer, such as, video, faxes, e-mail, and the like. IMM and/orIMI may be provided by “IMM reporting component” or “IMM reportingentity” which may be used throughout the specification and claims todescribe any network end point, central network device, or anycomponent, entity or device that may report metadata informationincluding entities or devices which have limited resources such ashardware, memory, processing power and the like.

Although, in the description below, for ease of explanation exemplaryembodiments of light-weight CTI information protocol are described indetail with reference to embodiments of the present invention, it shouldbe understood to a person skilled in the art that embodiments of thepresent invention may be used in a variety of other light-weightinteraction-message protocols based on other existing protocols orpropriety protocols.

The light-weight CTI information protocol described in detail withreference to embodiments of the present invention may address the issueof receiving CTI information from a plurality of distributed componentsincluding from receiving the CTI information from endpoints of thenetwork, such as telephone devices. It should be understood to a personskilled in the art that the light-weight CTI information protocoldescribed below according to embodiments of the invention may belikewise used in to deliver CTI information by a centralized CTI server.

Although embodiments of the invention are not limited in this regard,the terms “CTI reporting component” or “CTI reporting entity” as usedherein may be used throughout the specification and claims to describeany network end point, network edge point, central network device, orany component, entity or device that may report interaction metadatainformation, such as, CTI information in the way described withreference to embodiments of the present invention. For example, networkend point may include Internet Protocol (IP) telephones, IPsoft-telephone endpoints, smart media gateways, Interactive VoiceResponse (IVR) server, Session Border Controllers (SBCs), or any otherend-device of a communication network. Central network device mayinclude packet telephony switch, central CTI server or any other centralnetwork component.

Although embodiments of the invention ale not limited in this regard,the term “light-weight CTI information” as used herein may be usedthroughout the specification and claims to describe CTI informationwhich may be provided by CTI reporting entities including entities ordevices which have limited resources such as hardware, memory,processing power and the like. Light-weight CTI information as usedherein may further refer to limited information, for example, limited insize or limited by carrying only partial information and not informationof the entire call or session flow. Although embodiments of theinvention are not limited in this regard, the terms “call” or“interaction” as used herein may be used throughout the specificationand claims to describe a communication session between two or morecomponents, at least one of which is a device or component of arecording environment such as, VoIP telephone call, an instant messagingsession, chat, video conference or any other multi-media session orinteraction in a multi-media communication environment.

Embodiments of the present invention may leverage or make use of knownin the art technologies, applications and protocols such as, SessionInitiation Protocol (SIP), Web Service (WS) or Hypertext TransferProtocol (HTTP), to receive light-weight CTI information form all CTIcapable components in particular from endpoints or contact centercomponents which are incapable to support comprehensive CTI informationdue to lack of resources

Reference is now made to FIG. 1, which is a high-level block diagram ofan exemplary telephony-recording environment according to embodiments ofthe present invention. Telephony-recording environment 100 mayrepresent, for example, a distributed contact center environmentaccording to some embodiments of the present invention.Telephony-recording environment 100 may include IP telephones 110, 111and 112, IP soft-telephones 114, 115 and 116, packet telephony switch130, for example, IP Private Branch exchange (PBX), gateway 140, forexample, Time-Division Multiplexing-IP (TDM/IP) gateway, IVR 150 and SBC160, all capable of communicating and transferring CTI information to arecording system 120 as described in detail below.

Alternatively or additionally, environment 100 may include one or moree-mail servers (not shown), one or more mail web collaboration serversand any other suitable servers and endpoint computational devices toenable other types of interactions, such as instant messaging, chat,video conference, e-mail fax or any other multi-media session orinteraction in a multi media communication environment.

Although in the exemplary illustration of FIG. 1, three IP telephonesand three IP soft-telephones are shown, it should be understood to aperson skilled in art that the invention is not limited in this respectand according to embodiments of the present invention,telephony-recording environment 100 may include any number ofend-devices. In addition any other suitable end-devices may be used, forexample, cellular IP phones, PDAs old any other end-devices which areable to communicate with recording system 120.

According to some embodiments of the invention, telephony-recordingenvironment 100 may be connected to a plurality of communicationnetworks, for example, the Internet network 170 and a public switchedtelephone network (PSTN) 180 to receive and transmit information such astelephone calls, from/to those networks.

For example, incoming telephone calls from, fixed-line telephones ormobile telephones may be routed through PSTN 180 and may be delivered togateway 140. Gateway 140 may forward the calls to packet telephonyswitch 130 to be routed to one of end-devices 110, 111, 112, 113, 114 or115, to IVR 150 for an interaction voice session with the caller ordirectly to recording system 120 for recording the audio data of thesession. According to embodiments of the present invention, IMI, such asCTI information may be transferred using IMM light-weight protocol orCTI light-weight protocol over communication services, protocols orsoftware applications such as, for example, SIP, WS or HTTP from gateway140, IVR 150 or SBC 160 directly to recorder 120.

Incoming calls or sessions may be routed through from Internet network170 and may be delivered to SBC 160. SBC 160 may forward the calls to,for example, IVR 150, IP PBX 130 or directly to recording system 120.Outgoing calls, for example, from IP telephones 110-112 or from IPsoft-telephones 113-115 may be routed through TDM-IP Gateway 140 or SBC160 to external networks such as PSIN 180 and Internet network 170.

Although in the exemplary illustration of FIG. 1, a plurality ofelements, devices or component of telephony-recording environment 100are shown, it should be understood to a person skilled in the art thatthe invention is not limited in this respect and according toembodiments of the present invention telephony recording environment 100may be any contact center, call center of any other communicationenvironment which may include any suitable elements or numbers ofelements or components that may transfer CTI information according toembodiments of the present invention. For example, environment 100 mayinclude one or more e-mail servers, one or more mail web collaborationservers and any other suitable servers and endpoint computationaldevices to enable other types of interactions, such as instantmessaging, chat, video conference, e-mail, fax or any other multi-mediasession or interaction in a multi-media communication environment.

According to embodiments of the present invention, components oftelephony-recording environment 100 may be capable of transferring CTIinformation by using a light-weight CTI information protocol asdescribed in detail below. The light-weight CTI information protocoldescribed in the present invention allows distributed components,entities or end-devices incapable of supporting comprehensive CTIinformation handling to carry light-weight CTI information For example,use of the light-weight CTI information may enable a recording system toreceive CTI information directly from endpoints components:

According to some embodiments of the invention, light-weight CTIinformation, also referred to herein as light-weight CTI messages, maybe provided by different components of telephony-recording environment100 over communication services, protocols or software applications suchas, for example, SIP, HTTP or WS. Any other communication services,protocols or software applications may be used for transferring orcarrying, light-weight CTI information as is described in detail inembodiments of the present invention.

For example, in the exemplary illustration of FIG. 1, packet telephonyswitch 130 may report light-weight CTI information over SIP, IPtelephones 110-112 may report light. weight CTI information over WS, andsoft IP telephones 113-115 may report light-weight CTI information overSIP. Some devices or entities may report or send light-weight CTIinformation to recording system 120 over a plurality of communicationservices, protocols or software applications which are supported by eachof the devices, for example, gateway 140, SBC 160 and IVR 150 may reportCTI events by using SIP, HTTP or by using WS. Other communicationservices, protocols or software applications may be used.

According to embodiments of the present invention, Extensible MarkupLanguage (XML) may be used to define content information of the IMM, forexample, the light-weight CTI messages. However, it should be understoodto a person skilled in the art that any other method or language may beused. Light-weight CTI messages may include an event reporting as isdescribed in detail below.

Although the scope of the present invention is not limited in thisrespect, the light-weight CTI messages may be separated or categorizedinto a plurality of categories, packages or groups. Each package orcategory of messages may use a unique transferring scheme, for example,a unique XML scheme and a unique identifier which may allow recordingsystem 120 to track the origin and/or the flow of a light-weight CTImessage.

Each package, category or group of messages may correspond to the typeof the message. For example, basic CTI event package may include basiccall events, such as, call establishment and call tear-off including itsrelated information, such as, call identification, participants, orother information and advanced CTI event package may relate to complexscenarios such as, transfers and conferences and the related information

According to some embodiments of the present invention, the categoriesor groups of messages may include call state messages, agent statusmessages and device status messages.

Call state messages may be sent by a CTI reporting component when, forexample, the status of a call has changed. A plurality of such messagesmay be sent during the lifetime of a call. Non-limiting examples of callstates may include “idle state”, “call initiated state”, “hold state”,“started state”, “provisional state”, “end state”, “redirection state”,“update call information state” and “call failure state”. Agent statusmessages may be sent by a CTI reporting component when, for example, thestate or status of an agent has changed Non-limiting examples ofactivities or statuses of an agent may include “agent logged in”, “agentlogged off”, “agent ready”, “agent not ready” and “agent working after acall”

Device status messages may be sent by a CTI reporting component when,for example, the status of a specific device has changed or when statusof one of the endpoints reported by a device has changed Non-limitingexamples of device status indications may include “device in service”,“device off service” and “normal status”.

Reference is now made to FIG. 2, which is a sequence diagram of agenetic message flow according to an embodiment of the presentinvention. A general message flow 200 depicts a flow of transactionsand/or messages delivered between a CTI reporting component 201, e.g.,one of the IP telephones or IP soft telephones 110-115 of FIG. 1 andrecorder 202, e.g., recording system 120 of FIG. 1. According to someembodiments of the invention, message flow 200 may be mapped to orimplemented by any method, application or protocol which may allownetworked components to create connection to one another, over whichthey may exchange streams of data, for example, SIP, WS or HTTP. Anyother protocol or method that may carry XML messages may be used.Message flow 200 may include a session establishment stage 270, areporting stage 280 and a session termination stage 290.

Session establishment stage 270 may include a registration request fromCTI reporting component 201 to recorder 202 as indicated by arrow 210.Registration request 210 may include a list of CTI packages ox groups ofmessages supported by CTI reporting component 201. Registration request210 may further include information of the connection and/or otherinformation regarding CTI reporting component 201. Session establishmentstage 270 may further include a registration acknowledge from recorder202 to CTI reporting component 201 as indicated by arrow 220.Registration acknowledge 220 may include validation of registrationrequest 210 from recorder 202. The acknowledge message may include alist of the CTI packages or groups of messages required by recorder 202.Registration acknowledge message 220 may further include information ofthe connection and/or information regarding recorder 202

Although the scope of the present invention is not limited in thisrespect, prior to session establishment stage 270 the address ofrecorder 202 may be provided to CTI reporting component 201, forexample, by way of configuration.

Reporting stage 280 may include transfer of Light-weight CTI eventsmessages between CTI reporting component 201 and recorder 202 asindicated by arrows 230, 231 and 232. CTI reporting component 201 maynotify recorder 202 of any event or status change by transferringlight-weight CTI events messages.

According to some embodiments of the invention, the CTI event may bepresented as XML document inside the light-weight CTI event message. Thelight-weight CTI event message may also carry an identifier for eachevent package. The identifier may enable the call or session to betracked by recorder 202. In some embodiments of the invention, a uniqueidentifier may be allocated to each light-weight CTI event message byCTI reporting component 201. Moreover, in order to support a completecall tracking, an additional global identifier may be used in order toassociate a number of call segments together.

Although in the exemplary flow diagram of FIG. 2, three reporting lines230-232 are shown, it should be understood to a person skilled in artthat the invention is not limited in this respect and according toembodiments of the present invention messages flow sequence may includeany suitable numbers of reporting lines which may represent light-weightCTI event messages reporting.

Although the scope of the present invention is not limited in thisrespect, CTI reporting components, such as CTI reporting component 201may report light-weight CTI event messages and recorder 202 mayreconstruct the full call flow. This may allow the CTI reportingcomponent to be free from any special requirements, for example, largememory space or high processing power

Session termination stage 290 may include a disconnection or terminationof the session established in session establishment stage 270 betweenCTI reporting component 201 and recorder 202 as indicated in terminationrequest 240. The termination may be performed using the same protocolthat has been used to establish the session, for example, SIP, WS orHTTP. Termination request 240 may be initiated by CTI reportingcomponent 201 ox by recorder 202.

Although the scope of the present invention is not limited in thisrespect, CTI reporting components, such as CTI reporting component 201,may establish a session with recorder 202 and not vice versa, this mayallow a CTI reporting component to be located in remote branches and tosit behind firewalls and/or Network Address Translation (NAT) devices.

Although the scope of the present invention is not limited in thisrespect, WS events framework may be used to provide information from WSenabled CTI reporting components to recording systems. According to someembodiments of the present invention, CTI reporting component 201 mayconnect to recorder 202 using WS protocol. The registration message ofthe WS may provide recorder 202 with a list of light-weight CTI packagessupported by the CTI reporting component As a response recorder 202 maysubscribe to the light-weight CTI packages that he wishes to receive.CTI reporting component 201 may send light-weight CTI messages via a WSnotification port (API) according to recorder 202 subscription. Sessiontermination may be made by both sides, CTI reporting component 201 maysend a disconnection request and recorder 202 may send an unsubscriberequest to CTI reporting component 201.

Using WS subscription may require from both CTI reporting component 201and recorder 202 to be host applications. In some embodiments of theinvention, if CTI reporting component 201 is not able to support thesubscription mechanism, recorder 202 may use the response of theconnection request in order to subscribe the light-weight CTI packages.In addition, recorder 202 may use the response of the “keep alive”mechanism of WS in order to send the unsubscribe request, such a methodmay require from CTI reporting component 201 to periodically send “keepalive” requests. If CTI reporting component 201 will not send suchrequests, recorder 202 may end the connection ungracefully.

Although the scope of the present invention is not limited in thisrespect, SIP events framework may be used to provide information fromSIP enabled CTI reporting components to recording systems as isdescribed in detail below with reference to FIG. 3.

Although the scope of the present invention is not limited in thisrespect, a CTI reporting entity which may use persistent HTTPconnections in order to provide CTI information. CTI reporting component201 may send an HTTP connect request to recorder 202 and may notifyrecorder 202 about the supported light-weight CTI packages. Recorder 202may use the connection request response in order to subscribe theLightweight CTI packages, and the “keep alive” mechanism in order tosend the unsubscribe request. This may require from CTI reportingcomponent 201 to periodically send “keep alive” requests. If CTIreporting component 201 will not send such requests, recorder 202 mayend the connection ungracefully. CTI reporting component 201 may sendlight-weight CTI packages via HTTP POST. While using HTTP connection,HTTP headers, such as, Cookie and Set-Cookie may be used for carryingsession id information, for example, according to RFC 2109.

Reference is now made to FIG. 3, which is a sequence diagram of a SIPmapping of the genetic message flow of FIG. 2 according to an embodimentof the present invention Message flow 300 depicts a flow of transactionsand/or messages delivered between a CTI reporting component 301, whichinclude SIP capabilities, e.g., one of the IP phones or IP soft phones110-115 of FIG. 1 and recorder 302, e.g., recording system 120 ofFIG. 1. Message flow 300 may include a session establishment stage 370,a reporting stage 380 and a session termination stage 390.

Session establishment stage 370 may include a SIP “invite” message fromCTI reporting component 301 to recorder 302 as indicated in line 310,which may be mapped, for example, from registration request 210 of FIG.2. SIP “invite” message 310 may contain “allow-events” header which mayspecify which event packages ate supported by CTI reporting component301. Recorder 302 may respond with a SIP “200 OK” message as indicatedin line 320, which may be mapped, for example, from registrationacknowledge 220 of FIG. 2. SIP “200 OK” message 320 may carry a“required events” header which may include a list of events thatrecorder 302 may wish to receive.

Session establishment stage 370 may include a SIP acknowledge messagefrom CTI reporting component 301 to recorder 302 as indicated in line321. Sending SIP acknowledge message 321 to recorder 302 may completesession establishment stage 370.

Reporting stage 380 may include a subscription from recorder 302 to CTIreporting component 301 as indicated in line 330. The subscription maybe performed by sending a SIP “subscribe” message from recorder 302 toCTI reporting component 301 which may be followed by a SIP “200 OK”message from CTI reporting component 301 to recorder 302 as indicated inline 331.

Reporting stage 380 may include reporting of CTI events by sending a SIP“notify” message from CTI reporting component 301 to recorder 302 asindicated in lines 340 and 342, which may be mapped, for example, fromreporting lines 230-232 of FIG. 2. CTI reporting component 301 maynotify recorder 302 of any event or regarding any status change bytransferring light-weight CTI event messages. “Notify” messages 340 and342 may contain an “event headed” that may specify the event package andmay carry an XML document describing the relevant state or status.Recorder 302 may acknowledge event reception of each SIP “notify”message by sending a SIP “200 OK” message as indicated in lines 341 and343.

Session termination stage 390 may include a termination of the sessionestablished in session establishment stage 370 between CTI reportingcomponent 301 and recorder 302, which may be mapped for example, fromun-registration request 240 of FIG. 2. The termination may be performedby issuing a SIP “bye” message by either CTI reporting component 301 ora recorder 302 as indicated in line 350, and may be followed by a SIP“200 OK” message from recorder 302 or CTI reporting component 301 asindicated in line 351.

Although in the exemplary flow diagram of FIG. 3, two “notify” messages340 and 342 are shown, it should be understood to a person skilled inart that the invention is not limited in this respect and according toembodiments of the present invention flow sequence 300 may include anysuitable number of “notify” messages which may represent light-weightCTI event messages reporting.

Although in the exemplary sequence diagram of FIG. 3, one CTI reportingcomponent and one recorder are shown, it should be understood to aperson skilled in art that the invention is not limited in this respectand according to embodiments of the present invention any suitablenumber of CTI reporting components may transfer messages to any suitablenumber of recorders or recording systems by using the methods describedin the present invention.

While certain features of the invention have been illustrated anddescribed herein, many modifications, substitutions, changes, andequivalents will now occur to those of ordinary skill in the art. It is,therefore, to be understood that the appended claims are intended tocover all such modifications and changes as fall within the true spiritof the invention.

1. A system within a telephony-recording environment, the systemcomprising: a recording system; and a plurality of network end points,each of said end points able to transmit interaction metadata messagesto the recording system using a light-weight interaction metadataprotocol over a plurality of communication services.
 2. The system ofclaim 1 wherein said interaction metadata messages awn computertelephony integration (CTI) messages and wherein said light-weightinteraction metadata protocol is a light-weight CTI protocol.
 3. Thesystem of claim 1 further comprising: a central network device totransmit interaction metadata messages directly to the recording system.4. The system of claim 1, wherein the network end points comprisetelephone devices, gateways, an interactive voice response server orcomputers.
 5. The system of claim 3, wherein the central network deviceis a packet telephony switch or a CTI server.
 6. The system of claim 1,wherein said communication services are session initiation protocol,hypertext transfer protocol or web service.
 7. The system of claim 2,wherein said CTI messages comprise CTI information associated with thestatus of said network end points
 8. The system of claim 2, wherein saidlight-weight CTI messages comprise a plurality of states of said networkend points.
 9. The system of claim 2, wherein said light-weight CTImessages being defined by an extensible markup language.
 10. The systemof claim 2, wherein said CTI messages comprise an identifier to definethe content of said messages.
 11. The system of claim 2, wherein thenetwork edge points ale able to establish a communication connectionwith the recording system.
 12. A method for transmitting interactionmetadata messages comprising: transmitting interaction metadata messagesfrom one or more network end points to a recording system using alight-weight interaction metadata protocol over one or motecommunication services.
 13. The method of claim 12 wherein saidinteraction metadata messages are computer telephony integration (CTI)messages and wherein said light-weight interaction metadata protocol isa light-weight CTI protocol.
 14. The method of claim 12 furthercomprising: transmitting interaction metadata messages from a centralnetwork device to the recording system.
 15. The method of claim 12,wherein transmitting the interaction metadata messages from one or moreof the network end points comprises transmitting the interactionmetadata messages from a telephone device, a gateway, an interactivevoice response server or a computer.
 16. The method of claim 14, whereintransmitting the interaction metadata messages from the central networkdevice comprises transmitting the interaction metadata messages from apacket telephony switch or a CTI server
 17. The method of claim 12,wherein said communication services are session initiation protocol,hypertext transfer protocol or web service
 18. The method of claim 13,wherein said light-weight CTI messages comprise status data of thenetwork end points.
 19. The method of claim 13, wherein saidlight-weight CTI messages comprise state data of the network end points.20. The method of claim 13, wherein said light-weight CTI messages aredefined by an extensible markup language.
 21. The method of claim 13,wherein said light-weight CTI messages comprise an identifier to definethe content of said messages
 22. The method of claim 12 comprising:establishing a communication connection between the network end pointsand the recording system.
 23. The method of claim 22, whereinestablishing the communication connection comprises sending aregistration request from one of the network end point to the recordingsystem
 24. The method of claim 22 comprising terminating thecommunication connection.